Millionaria Casino - Pelaajan tili suljettiin ja hänen voittonsa takavarikoitiin.

Hello, I received a 20% cashback. So I had 1400€. According to the live chat, I was allowed to earn €10,000 with it, which also happened. According to the casino, all conditions were met. They asked me to verify my account, which I did. All documents were complete. It was then said that it was still being checked. Now, after 3 days, my account was simply deactivated without giving any reason, I no longer have access to it. They cheated me out of €10,000. What do I do now?

Guten Tag, ich habe einen cashback von 20% erhalten. Somit hatte ich 1400€. Damit durfte ich laut dem live chat 10.000€ verdienen welche auch passiert ist. Laut aussage des casinos wurden alle bedingungen erfüllt. Sie baten mich meinen konto zu verifizieren, was ich getan habe. Alle unterlagen waren vollständig. Es hiess dann das es noch geprüft wird. Jetzt nach 3 tagen wurde mein konto einfach ohne angaben von gründen deaktiviert ich habe kein zu griff mehr drauf. Die haben mich um 10.000€ betrogen. Was mache ich jetzt?

Dear eminakdas45,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise if your account was blocked during or after the verification procedure? Have you made any successful withdrawals in the past?

When was the last time you communicated with the casino and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear eminakdas45,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.